Une « déviance » à double tranchant, entre désordres et innovations le cas des agents d'ambiance de la SNCF

Damien Collard ()
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Damien Collard: UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE], LEG - Laboratoire d'Economie et de Gestion - UB - Université de Bourgogne - CNRS - Centre National de la Recherche Scientifique

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Abstract: A double-edged deviance: between disorder and innovation – the case of "agents of ambiance" at the SNCFThe French national railway company (SNCF) recruited "agents of ambiance" under a government-sponsored jobs-for-youth program in the late 1990s. A detailed study, based on participant observation, of these employees' activities shows that these young people occupy a "civic interface" in certain stations in "problem areas". They try to facilitate the cohabitation in a single place of "ordinary" customers with the "unwanted", i.e., individuals who are stigmatized owing to their behavior (which is deemed deviant) and are, therefore, seen as a source of insecurity. One finding is that railway workers consider these employees to be "pollutants". This "pollution" is a form of deviance at the origin of both disorder and innovation, and the major reasons for it are discussed. Two key dimensions in the activities of these "agents of ambiance" are studied: the dimension of language and behavior and that of emotions.

Keywords: médiateur; SNCF; comportement; langage (search for similar items in EconPapers)
Date: 2011-09
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Published in Gérer et Comprendre. Annales des Mines, 2011, 105, pp.8-16. ⟨10.3917/geco.105.0008⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01347017

DOI: 10.3917/geco.105.0008

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